Tampa - Downtown Tampa - Financial Center Manager

Bank of America - Tampa, FL (30+ days ago)3.9

Job Description:
Financial center managers (FCMs) operate as business owners and are responsible for fostering a team environment and instilling an effective client-centric, sales and risk culture within the center, demonstrating that we are here collectively to help our customers achieve their financial goals. The FCM holds a critical role, ensuring operational excellence of the center and that all aspects of the center run effectively and cohesively.

Primary Responsibilities
General Management
  • Responsible for building client traffic, engaging and appropriately routing clients and client retention
  • Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
  • Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals
Risk Management and Operational Excellence
  • Drive operational excellence by engaging staff on business strategy and performance results
  • Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
  • Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
  • Adhere to and enforce internal and regulatory policies, procedures and processes
  • Proactively identify and manage risk in business, product and service transactions
  • Monitor client-calling activities and ensure we develop the proper client engagement
  • Successfully resolve customer issues and escalations in a timely and professional manner
  • Responsible for associate and customer safety
Client Experience & Revenue Growth
  • Know the center’s customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
  • Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
  • Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall “One Team” revenue growth
  • Ensure all appointments are assigned to the appropriate financial center associate
  • Drive client relationship management and assist with sales and sales leadership
  • Understand the drivers of, and opportunities to enhance, client satisfaction in the center
  • Ensure tight connection with the market sales manager and other “One Team” leaders/partners
  • Service customers using self-service technologies, such as ATMs, online banking or mobile banking
  • Hold associates accountable to deliver against our revenue strategy
Talent Management
  • Responsible for oversight of associates in the center
  • Observe, model and coach the financial center team on proper execution of risk and service strategy
  • Personally invest in talent through interviewing and hiring service and operational associates
  • Ensure training is completed on time, and continue investment in ongoing education
  • Drive associate performance through active and continuous coaching, continued education and performance plans
Required skills:
  • A minimum of three years recent experience building, leading, managing and coaching a team
  • Proven results exceeding goals in a customer-centric, results-driven environment
  • Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
  • Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction
  • Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability
  • Proven record of balancing risk and making sound decisions while achieving business goals
  • Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service
  • Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results
  • Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
  • Proficiency in computer skills and professional programs (for example, Microsoft Office)
  • Ability to pass pre-employment assessments and compliance requirements
  • Availability to work weekends and/or extended hours as required to run the business
Desired skills:
  • Undergraduate degree
  • Bilingual (fluent verbal and written)
  • Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality
1st shift (United States of America)

Hours Per Week: